Rae Shakur Email & Phone Number

Toronto, Ontario, Canada

Toronto, Canada Area

As a Pension Analyst, I provide client service, through various channels of communication, based on my analysis of information and the determination of client eligibility, options and benefits. While maintaining established service standards I process a variety of transactions and ensure all applicable legislation and OPB policies, procedures and practices are followed.I also play a central role in continuously enhancing the service experience for our clients by assisting them to make informed decisions and to receive the appropriate entitlements under the Plan provisions. Working within a team, I support the development and enhancement of internal operational processes with a focus on efficiencies and client satisfaction. As well, I participate in making recommendations for continuous improvement and overall improved client and stakeholder service delivery.

Toronto,On

• Acted as the first point of contact and responded to requests and inquiries, provided information to clients to allow them to make an informed decision regarding their pension benefit, developed a first-class rapport with external and internal clients and focused on client needs which enhanced their overall experience with CAAT Pension Plan.• Assisted and supported members, employers, pensioners, and other interested parties on inquiries and requests regarding all aspects of the CAAT Pension Plan. In addition, responded to email communications and initiating transactions for pension administration processes related to key initiatives such as retirement, marriage breakdown, collections on pension overpayments, pensioner audits and other growth business processes.• Demonstrated excellent judgement and tact with clients, and ensured issues were investigated thoroughly when providing a response to questions or an issue that has arisen. • Investigated and brought forward contentious client issues to the Managers, Team Leads and Policy, took appropriates action in a timely manner while ensuring any applicable analysis included recommendations for resolution and being accountable through to completion. • Dealt with escalated and complex cases and maintained established service level standards• Handled all types of calls from basic inquiries and requests to sensitive, complex issues resolving situations whenever needed; ability to clearly capture the key points of inquiries and requests and responded to all manner of email inquiries. • Based on questions asked and feedback provided by clients, identified and recommended continuous improvement opportunities pertaining to processes, communication materials, forms and manuals.

Toronto, Canada Area

• Complex calendar management and meeting support for CEO and directors to facilitate daily meetings and appointments. Maintained and coordinated the executive calendar, including scheduling meetings, conference calls, preparation of meeting materials, and related tasks as required. • Drafted correspondence, reports, and presentations for review and approval. Scheduled and prepare for key events, meetings and related logistics, business travel, presentations, and follow up on action items. • Attended executive meetings, taking minutes and following up on action items on behalf of the CEO and Executive Team. • Prepared Board and Sponsors’ Committee meeting materials. Proof read and prepared meeting packages for distribution. Organized social and work event for Board and Sponsors’ Committee, CEO, Directors and Staff Members, such as annual Board Members Retreats, staff day outings.• Made travel arrangements for Board and Sponsors’ Committee, CEO, Directors and Staff, including registrations for courses, flight and hotel accommodations. Explored for deals with airlines and hotels for best offers. • Provided backup for Pension and Investment Administrative Assistants and Receptionist.• Liaised as appropriate with internal staff at all levels and external clients, answering general inquiries and providing information as required. • Displayed a positive and professional image at all times in a friendly, courteous and knowledgeable manner. Providing support to other administrative positions in the company as required. • Identified process improvements and ways to streamline workload

Duncan Mills Rd, Toronto, On

•Daily review of team and individual performance reports; identify trends and issues requiring` action or investigation•Maintained service level agreements and provide required reporting to Supervisor•Achieved monthly and quarterly targets and quality metrics •Collaborated with other departments to develop effective processes and protocols which are aligned with all other departmental activities•Attended leadership meetings and conducts team meetings regularly to ensure common understanding of issues and to provide consistency of action.•Leaded departmental initiatives as required, e.g. Recognition programs, issue tracking and employee engagement initiatives.•Represented team, as required, at inter departmental meetings or on projects to ensure customer and departmental interests are represented.•Build strong relationships with team members and peers to support individual agents in their skill development.•Actively managed the continued development of the Team members with a focus on coaching and customer service excellence•Maintained effective communications with all departmentsPerformance Coaching:•Coached agent through one on ones and side by sides on a monthly basis to provide performance feedback and develop action plan to meet all performance targets and remove barriers. •Coached, developed and aid in training new and existing staff; ensured all procedures and business rules were adhered to.•Provided ongoing support each shift by helping agents address product and process issues real-timeQuality Assurance•Performed quality assurance monitoring/listening to agent calls daily to assess both customer experience and agent performance, as well as identify customer irritants and trends. •Attended calibration meetings to ensure consistency with the quality assurance.

Toronto, Canada Area

•Determined call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.•Developed call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.•Maintained and improved call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.•Accomplished call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.•Met call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.•Prepared call center performance reports by collecting, analyzing, and summarizing data and trends.•Maintained equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.•Accomplished organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments

Travel And Tourism, Travel And Tourism

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